Why Is There a Need for Online Crisis Services?

FACT SHEET

Why is there a need for online crisis services?

• Young people prefer to communicate via text-based interactions.
• There is currently no free, safe and professional online service that assists people 24/7 nationwide who are in crisis. People in crisis are online looking for support and currently find questionable and even negative “help”.
• There are many barriers to mental health care for teens: 2 out of 3 teens never receive mental health care.
• Crisis chat is accessible to teens and offers many teens in crisis the only positive support they have.

What is the model of service on Crisis Chat?

• Crisis chat centers are pre-existing crisis call centers that have the expertise in managing high-risk and suicidal callers. All centers are accredited, conforming to national standards of practice in the field.
• Centers use the same chat software which is connected to provide a “one-portal” entry point for the user.

How is Crisis Chat managed in its pilot phase?

• Crisis Chat is overseen by the CONTACT USA Board with three key board members and the executive director managing the program - providing technical support to new and current centers and developing funding opportunities and strategic alliances.

What centers are involved in providing Crisis Chat service?

• As of August 2011: Seattle, Washington; Austin, Texas; Albany, New York; Baton Rouge, Louisiana; Jackson, Mississippi;Albuquerque, New Mexico; Springdale, Arkansas; Pennington, NJ and Johnson City, IA.

What is the current need for funding with Crisis Chat?

• Local Crisis Chat center stipends – to assist centers with the costs incurred in providing chat service.

What will Crisis Chat be in the future?

• Online service will expand to texting, messaging boards, social networking and email.
• Hours will increase to 24/7 nationwide coverage with capacity to absorb volume generated by robust marketing.

Key Stats:

• In first 10 months of pilot phase of the project, 2,743 chats have been received with minimal marketing.
• Chats have been received from 43 states.
• 81% of chat users are under the age of 30.
• 41% of chat visitors are teens.
• 79% of chat visitors are female.
• 51% of chat visitors are thinking about suicide at the time of the chat (almost 20 points higher than the average on crisis hotlines).
• Most common issues discussed: Depression, anxiety, eating disorders, self-harm, trauma, domestic violence, bullying, sexuality.
• 71% report that they are at some level of significant distress when they initiate the chat.